Role Description

Service Desk Associate

Ability to understand the client query, respond to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.

- Provide first Level for all IT related services to end users, provide Remote desktop support and perform other activities based on SOPs within agreed SLA’s.

- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.

- Route tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.

- Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumvention's.





- Assign Service Requests / incidents to appropriate support teams and follow up until closure.

- Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow –up steps.

- Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.

- Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.

Ensure the ticket is updated with latest updates in a desc

Skills cloud infrastructure,cloud automation,cloud storage,infrastructure as code

📌 Service Desk Associate (Hyderabad)
🏢 UST
📍 Hyderabad